DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. Like what you’re reading? FINAL THOUGHTS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

Lumoa

MARCH 6, 2023

Here’s a synopsis of the essentials from the webinar In This Article: Why is Customer Conversational Analytics Important? Final Thoughts Why is Customer Conversational Analytics Important? The post How to get Insights from Customer Conversations & Analytics appeared first on Lumoa.

Sentiment Analysis 78

Sentiment Analysis Text Analytics Innovation Social Media 78

Lumoa

MARCH 6, 2023

It can help a brand innovate with new products; improve its reputation in the market; help outshine the opposition; and eventually, it can help increase sales and profits. So when trying to consolidate and understand customer conversations, it isn’t a bad idea to consider using tools like sentiment analysis or text analytics.

Sentiment Analysis 78

Sentiment Analysis Text Analytics Innovation Social Media 78

PeopleMetrics

MARCH 13, 2015

One aspect of their Rags-to-Riches-to-Rags-to-Riches story that resonates most with me was when they put Customer Service Reps and Product Innovation employees on the same team. A lot has been written about the LEGO turnaround story.

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

DMG Consulting

AUGUST 3, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 22020 – 2021 Interaction Analytics Product and Market Report. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

DMG Consulting

APRIL 15, 2020

Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise. The Report provides projections and guidance that will help these business leaders deliver on the promise of automation and innovation to achieve the vision of the contact center of the future.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

Fonolo

NOVEMBER 11, 2022

C all center agents drive sales growth, create happy customers, and gather data that’s essential to innovation — and this is the year we think they’ll be recognized and rewarded for it. Since you’re here, you can enjoy an appetizer before the main event. Let’s dig in! . 2023 Trends: A New Focus on Agent Well-Being .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

DMG Consulting

APRIL 15, 2020

Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Contact Center 62

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 62

SurveySensum

NOVEMBER 22, 2024

Customizable survey editor with DIY capabilities Survey sharing and gathering via multiple channels Advanced and AI-enabled text and sentiment analytics Advanced and analytical reporting capabilities Role-based analytical survey dashboards Real-time ticketing management $99 per month 4.6 (5) 5) Promoter.io

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

Confirmit

SEPTEMBER 11, 2017

Of course, it’s not all about metrics, it’s about action and innovation and here Siemens does really well. Another area where Siemens is focused on innovation is text analytics. With text analytics and real-time alerts, their teams always have up-to-date information most pertinent to them at the right time.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Of course, it’s not all about metrics, it’s about action and innovation and here Siemens does really well. Another area where Siemens is focused on innovation is text analytics. With text analytics and real-time alerts, their teams always have up-to-date information most pertinent to them at the right time.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

DMG Consulting

OCTOBER 7, 2024

Conversation analytics, also known as speech and text analytics, has become an essential WEM solution due to its ability to uncover customer insights in all channels. Knowledge management (KM) has become an important data source for contact center and enterprise-wide AI initiatives, which is driving its adoption and innovation.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics AI 48

DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019 – 2020 Contact Center Analytics Product and Market Report.

Contact Center 48

Contact Center Text Analytics Touchpoint Sales 48

Experience Investigators

APRIL 23, 2024

Additionally, segmenting your customer base and using text analytics to review qualitative data can pinpoint opportunities for the most significant impact, optimizing resource allocation and enhancing overall customer experience. Cultivate a proactive environment by inviting employees to share ideas on improving customer interactions.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Confirmit

APRIL 18, 2019

In this webinar, Claire Sporton, SVP CX Innovations at Confirmit will tackle this problem head on. She will also look at the importance of text analytics category models that will help you make sense of unstructured feedback, whatever the source.

CX 45

CX Text Analytics Voice of the Customer Innovation 45

DMG Consulting

SEPTEMBER 29, 2022

Companies also have interaction analytics (also known as speech and text analytics), which is used to capture implicit feedback and insights from unstructured conversations. All of this innovation is being enabled by AI, which is simultaneously challenging and energizing the world of service.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

SurveySensum

SEPTEMBER 19, 2024

Text Analytics : So, you have gathered the data via surveys, what’s next? Don’t ask Zykrr because the tool lacks robust text analytics software, restricting you from deriving actionable insights from open-ended feedback. It offers innovative predictive intelligence and analytics for a better quality of operations.

Customer Feedback 52

Customer Feedback Text Analytics Sentiment Analysis Social Media 52

Callminer

FEBRUARY 27, 2019

Even in free text answers to qualitative questions, most text analytics tools struggle to unlock key themes and topics as they rely on more basic keyword analysis. But buying decisions and connections with brands are increasingly emotional – consumers want a personal relationship based on understanding and empathy.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

DMG Consulting

MARCH 1, 2019

ANALYTICS, AI, AND RPA. Enterprises need interaction analytics (speech and text analytics) to help them analyze customer conversations that take place in the contact center and, increasingly, other departments. Comments This field is for validation purposes and should be left unchanged.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. Voice of the Customer Voice of the Employee Market Research Product Innovation Factsheets. What are the two main modules of Confirmit Genius?

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

DMG Consulting

AUGUST 9, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

DMG Consulting

MARCH 31, 2017

The rate of growth could increase if the pace of innovation picks up. After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said Donna Fluss, president of DMG Consulting. It analyzes WFM market activity and provides 5-year market projections.

Contact Center 48

Contact Center Text Analytics Innovation Start-ups 48

Lumoa

MAY 16, 2024

It’s an innovative approach that’s changing the game in data science and AI development. Here, I’m going to use Lumoa text analytics engine as a real-life example, of using booktest to develop a complex machine learning system and assure its quality. Booktest stands at the forefront of this innovative approach.

Machine Learning 78

Machine Learning ML Engineering Text Analytics 78

DMG Consulting

NOVEMBER 14, 2020

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

OCTOBER 18, 2017

To learn more about the 2017-2018 Speech and Text Analytics Product and Market Report , read the abstract and the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

SurveySensum

DECEMBER 2, 2021

Company A may have achieved an NPS score of 50 while it might be considered the market leader in size or pioneer in innovation. A cut-throat competitive scenario would require businesses to innovate faster and better which would result in better customer service. Text analytics. Here is how.

Net Promoter Score 52

Net Promoter Score NPS Text Analytics Hospitality 52

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. We haven’t explored all the beautiful capabilities artificial intelligence (AI) and text analytics have to offer, yet.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

DMG Consulting

DECEMBER 10, 2019

Momentum is strong; AI driving accelerated innovation and change. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2019 Contact Center Workforce Optimization. Mid-Year Market Share Report. 11/12/2019.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

JUNE 12, 2019

While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

SurveySensum

FEBRUARY 26, 2024

Employee engagement : Engaged employees are more productive, innovative, and committed to their organizations. This continuous improvement mindset fosters innovation, agility, and resilience. The cutting-edge Text Analytics software goes beyond simple data collection, empowering your team to uncover hidden gems within feedback data.

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

SurveySensum

NOVEMBER 11, 2021

Text Analytics. Leveraging the potential of machine learning, Text analysis helps you identify top customer complaints from thousands of the feedback. Text Analytics. Get high productivity and accuracy with innovative real-time feedback. Text Analytics and Machine Learning. Analytics Solutions.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

MARCH 20, 2024

For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. Its text analytics helps analyze comments and feedback from open-ended survey responses.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

DMG Consulting

DECEMBER 11, 2019

Strong and innovative sector with sustained growth and momentum. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

OCTOBER 17, 2019

At the same time, vendors are investing in their RPA solutions, increasing the use of AI technologies, especially machine learning, predictive analytics, innovative optical character recognition (OCR), and advanced computer vision capabilities. OnviSource is covered at a high level.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

CX Journey

MARCH 13, 2019

For instance, radical feedback from a mother of five to a room of C-level executives led to phenomenal product innovation at Verizon. Internal cross-functional innovation teams are also crucial for breaking down silos of information and communicating the customer journey as it stands and where it needs to be.

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60